Operations

• The Lead Manager reports to the Group Manager and manages the daily activities of assigned Trust Associate Representatives, ensuring that activities are conducted in accordance with the Firm and Corporate Trust policies and procedures and preferred practices.
• He/she constantly ensures that risks are being identified and actively managed.
• He/she will collaborate with Lead Managers in other locations to identify and resolve issues while serving as a high-level escalation point for complex situations and ensuring that they are brought to a successful resolution.
• The Lead Manager will quickly address and resolve problems, possess strong decision-making and organizational skills, and will communicate effectively with internal shared service partners and with internal and external clients.
• The Lead Manager will also actively assist the Group Manager with developing and driving new strategic plan initiatives.
• Hire, coach and provide professional guidance to team members, establish and evaluate performance/development goals/conduct PMP reviews and work to attract and retain talent within the group. Ensure that the team has the appropriate training to perform well and exceed in their role.
• Continuous dialogue and open communication with Client Service teams.
• Oversight of training and development plans for all assigned employees.
• Manage Staff Resourcing based on business requirements ensure adequate cover in place to meeting deliverables timely & accurately.
• Identify and resolve issues while serving as a high-level escalation point for complex situations and ensure that they are brought to a successful resolution.
• Partner with Global Groups to identify and streamline business operations. Support the efforts to enhance controls by standardizing relevant business processes and consistently managing/monitoring those activities to ensure quality and accuracy. Support key business programs, including business and process improvements which drive greater operational efficiencies and superior client service.
• Serve as an escalation point and communicate effectively with other internal shared services and clients. This role sets the directions and tones for the operational service administration elements of our business.
• Build and lead effective relationships with offshore operational support teams to help ensure client service excellence. Track and measure performance of key support teams through analysing and interpreting key MIS/KPI data. Partner with these groups to ensure continuous process improvements are being achieved.
• To proactively monitor and manage the activities performed within our business partners. To hold regular meetings and escalate any concerns. To monitor and control SLAs, quality indicators, and give regular feedback to Group Manager.

Vice President, Client Operations Manager

Head of Digital Operations

Senior Operations Associate, Proxy Voting

Senior Partner Operations Manager

Operations Manager